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Gutenberg impact - What happened then has happened again

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Gutenberg gave the world the modern printing press and with it the resulting explosion of texts that could be distributed to everyone. The last decade has witnessed the same phenomena with the …

Gutenberg gave the world the modern printing press and with it the resulting explosion of texts that could be distributed to everyone. The last decade has witnessed the same phenomena with the convergence of technologies. For instance the smart phone now enables communication and knowledge exchange by anyone anywhere. The impact is only just being felt, however it is transforming the planet. The Gutenberg Impact.

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  • 1. •  the impact of the printing press – knowledge, libraries, information, a right to think about things and influence local and world decisions •  the internet means information at our finger tips – no travel – no need to go to the shops – we get thing the next day delivered, influence and control of our lives •  The crime is many businesses are asleep at the wheel. They haven’t brought themselves into the 21c. Some are going under as a consequence: Kodak, Nokia, Samsung, Blockbuster, Sony, Financial institutions •  Others are thriving – what is the difference? Apple, Samsung, Emirates, Virgin, Zara, Westjet, Starbucks •  how are they doing that? six impacts/questions & answers The Crux of the Issue - outline
  • 2. 1440
  • 3. big ideainformation shared with the people
  • 4. how could we do that?the printing press
  • 5. what would it look like?the illustrated bible
  • 6. did you know?•  within 40 years of its invention 500,000,000 books were printed, published and read covering 35,000 topics •  traditional knowledge challenged •  reformation began •  renaissance exploded onto the world •  a revolution in thinking was shared
  • 7. big ideainformation shared with the people how could we do that?the smart phone – the smart device what would it look like?
  • 8. June 2007 81 monthsWhen was that?
  • 9. 2012.1 6/22/12 Process Performance Landscape
  • 10. 2012.1
  • 11. did you know?650 mobile phone users africa – majority smart by 2017 (CNN)
  • 12. did you know? south africans spend more on mobile telephony than the global average (gsma)
  • 13. 6impacts
  • 14. the enlightened customer
  • 15. Source:  Fanzine   choice
  • 16. choice
  • 17. choice
  • 18. Promiscuity customer
  • 19. Promiscuity customer
  • 20. rebellion
  • 21. rebellion
  • 22. expectations
  • 23. Multi-channels
  • 24. prosumer
  • 25. Copernicus  -­‐  19  February  1473  –  24  May  1543   Copernican shift This is a
  • 26. 6questions
  • 27. 6answers
  • 28. 1question DO YOU SEGMENT CUSTOMERS BY CIRCUMSTANCE AND MARKET INSIDE-OUT?
  • 29. 1answer DO YOU categorize customers in terms of their needs
  • 30. 2question DO YOU capture what customers say they want?
  • 31. 2answer DO YOU figure out what the customer needs (even when they do not know it themselves)
  • 32. 3question DO YOU manage process through the things people do?
  • 33. 3answer DO YOU harness and control processes through what causes them moments of truth - how many mots do you have? - are these mots under control?
  • 34. 4question DO YOU measure process based on outputs and activity time?
  • 35. 4answer DO YOU measure process based on successful customer outcomes
  • 36. 5question DO YOUr processes start with an internal trigger (phone call, letter, request for something)
  • 37. 5answer DO YOUr processes start with customer need defined and finish when that need is satisfied
  • 38. 6question DO YOU assess organisation capability based on skills and competence?
  • 39. 6answer DO YOU measure success based on successful customer outcomes
  • 40. "We can't solve problems by using the same kind of thinking we used when we created them."
  • 41. Delivering outstanding customer service isn’t its own department. At great companies it is everyones job. Outside-­‐In  The  Secret  
  • 42. 6impacts questions answers
  • 43. •  the impact of the printing press – knowledge, libraries, information, a right to think about things and influence local and world decisions •  the internet means information at our finger tips – no travel – no need to go to the shops – we get thing the next day delivered, influence and control of our lives •  The crime is many businesses are asleep at the wheel. They haven’t brought themselves into the 21c. Some are going under as a consequence: Kodak, Nokia, Samsung, Blockbuster, Sony, Financial institutions •  Others are thriving – what is the difference? Apple, Samsung, Emirates, Virgin, Zara, Westjet, Starbucks •  how are they doing that? six impacts/questions & answers The Crux of the Issue - summary
  • 44. “Build  a  great  experience,  customers  tell  each   other  about  that.  Word  of  mouth  is  very   powerful.”   Jeff  Bezos,  CEO  Amazon.com   “A  business  absolutely  devoted  to  service  will   have  only  one  worry  about  profits.  They  will  be   embarrassingly  large.”  Henry  Ford     “Delivering  outstanding  customer  service  isn’t   its  own  department.  At  great  companies  it  is   everyone's  job.”  Steve  Towers,  Outside-­‐In  The   Secret.   AZribu[ons:   Jon  Evans  (@rezendi)   The  Clinton  Project   iStockphoto   BigStock   Vistaprint   No.  10  Downing  St.   Wikipedia     More  informa[on:   Connect:   twiZer.com/stowers   www.bpgroup.org